Guides

In-depth reading for buyers and operators

Long-form, neutral guides on the methodology and regulatory questions our customers ask before they buy. Written for the people who have to defend a decision to a board.

Housing12 min read

Tenant Satisfaction Measures (TSM): a complete UK guide

A neutral, regulator-accurate walkthrough of the 22 TSMs, the survey methodology choices that drive your published results, and the compliance pitfalls that have led the Regulator of Social Housing to exclude published data from named landlords.

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Housing11 min read

TSM survey methodology: postal vs phone vs online vs AI — how to choose

Decision-support guide for choosing your TSM perception survey method. Real cost-per-response components for each mode, the 'mode effect' that drives a 20-point score gap for the same tenant population, and a decision framework by stock size, demographics and budget.

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Housing10 min read

How to run a TSM perception survey programme: a 12-week operational guide

Step-by-step operational playbook from board approval to NROSH+ submission. Pre-launch checklist, fieldwork phases, analysis and weighting, anti-patterns to avoid. For the operations manager actually responsible for delivery.

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